Responsible to apply Global IT strategies, policies, securities in Egypt and Morocco.Work with all the Department Heads locally and Regionally.Support and improve the current IT Service Management processes.Perform and manage planned activities, such as IT installations, upgrades, local rebuilds and maintenance activities according to agreed goals, defined strategies, budget and overall IT investments.Participating in the installation, configuration, upgrade, and administration of company devices such as PCs, servers, workstations, peripheral equipment, and software to assure continuous operations.Keep track of IT assets and maintain the local office IT inventory list up-to-date on the regional assets record on regular basis and monitor IT equipment expiry dates and take upgrading/replacing measures in time and plan for IT assets wipe/disposal process.Support the roll-out of new applications.Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner.Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.Resolve tickets and implement enhancements in the related ISM tool (ServiceNow)Interacting with users on a daily basis to be able to see and understand their IT problems and provide competent solutions.Onboarding new employees, including setup of systems and delivering required training and provide support documentation & orientation on the IT rules and regulations.Overseeing the software training for existing and new staff to ensure they are able to competently use computer software and hardware.

Supervising all IT related activities (Desktop/Laptops, IT-equipment, Applications), for the main site, the remote sites and remote users in Egypt.Respond to end users inquiries concerning systems operations and Network support, diagnose system hardware, and software problems with minimum time require.Work with service providers for site related projects.Work with central Help-desk support on IT infrastructure related issues.Assist remote support teams with activities related to site when it’s necessary.Document processes and update knowledge base.Assets Inventory: Maintain up-to-date inventory of all IT equipment.Ensure that the procured IT equipment meets the standard specifications and based for value for money.Provide accurate Incident resolution and Service Request management, within established SLA periods.Guide employees through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.

Responsible for taking & logging incoming calls & providing efficient support for all1st Line issues relating to Desktops, Laptops, Smart phones and all peripherals.Supporting over 75 employees using remote access technologies and also by visiting staff offices (The Mall & The Cinema & The Hotel).Closed 95% of trouble tickets on the first call without escalation. Manage Desktop/Laptop setup and deployment for new employees using standard hardware, images and software (Windows/MAC). Ensuring software apps and security are applied to desktops and laptops and kept up to date. Supporting IP telephony, IP-TV, IP-Cam, Set-top box, POS, Ticketing & reservationSystems, meeting room video conferencing and office printing. Troubleshooting 1st layer network problems and configure and install Routers and wireless access points. Setup Domain accounts and POP/IMAP mail accounts on PC/Phone and troubleshoot send/receive errors. Investigating Spam emails and responding to security inquiries from users. Trained end users on how to use various hardware & software and peripherals. Write technical documentation.